We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 364862 results
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Decision Reference DRN-4668687
21 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4668687 The complaint Mr W complains that Barclays Bank UK PLC, trading as Barclaycard (“Barclaycard”), irresponsibly granted him a credit card he couldn’t afford to repay. What happened In November 2007 Mr W entered into an agreement with Barclaycard to have access to credit by way of... (3 pages)View decision -
Decision Reference DRN-4684313
21 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4684313 The complaint Mr C complains that HSBC UK Bank Plc hasn’t paid back money to his credit card account which was lost to a scam. What happened Mr C wanted to book some flights and found what appeared to be a reputable merchant online. He discussed details with the merchant and wa... (3 pages)View decision -
Decision Reference DRN-4698619
21 Mar 2024 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-4698619 The complaint Mr M complains about information provided to him by The Prudential Assurance Company Limited in relation to fees and charges on an endowment policy. He says a failure to provide accurate information has prevented him from managing his investment and taking decisio... (7 pages)View decision -
Decision Reference DRN-4667462
21 Mar 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4667462 The complaint Miss H complains that Legal and General Assurance Society Limited applied an exclusion to her critical illness benefit. Miss H is also unhappy L&G told her she was at higher risk of getting cancer. What happened The background to this complaint is well known t... (2 pages)View decision -
Decision Reference DRN-4698235
21 Mar 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4698235 The complaint Mr and Mrs L have complained that Accredited Insurance (Europe) Ltd declined a subsidence claim they made on their home insurance policy. Mr L has primarily dealt with things so, for simplicity, I’ll refer to him only. Reference to Accredited includes its agents a... (8 pages)View decision -
Decision Reference DRN-4372865
21 Mar 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4372865 The complaint Mr C has complained about his mortgage he holds with Lloyds Bank PLC. He says he agreed, in 2018, for the mortgage term to be extended to eight years for the whole mortgage but it turns out that the term was only extended for one sub-account, with the four other s... (8 pages)View decision -
Decision Reference DRN-4422755
21 Mar 2024 Bank of Scotland Plc UpheldMortgagesDRN-4422755 The complaint Mr and Mrs S complain that Bank of Scotland plc trading as Halifax wouldn’t let them take new interest rates on more than one part of their mortgage at a time. What happened Mr and Mrs S have a mortgage with Halifax. Their mortgage is made up of three separate sub... (3 pages)View decision -
Decision Reference DRN-4698869
21 Mar 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4698869 The complaint Mr and Mrs N complain that Astrenska Insurance Limited turned down their travel insurance claim. What happened Mr and Mrs N hold annual travel insurance cover with Astrenska. They were due to travel abroad on 29 May. However, on 25 May they realised they’d lost th... (3 pages)View decision -
Decision Reference DRN-4664778
21 Mar 2024 Clydesdale Bank Plc UpheldInvestmentsDRN-4664778 The complaint Mr M complains that Clydesdale Bank Plc trading as Virgin Money unfairly delayed his ISA transfer. He says he was forced to cancel the transfer as his existing ISA value had dropped significantly in value before the transfer had completed. What happened Mr M decid... (4 pages)View decision -
Decision Reference DRN-4696655
21 Mar 2024 Alwyn Insurance Company Limited Not upheldInsuranceDRN-4696655 The complaint Mr S is unhappy with how Alwyn Insurance Company Limited (Alwyn) has handled and recorded a claim under his motorcycle insurance policy. Any reference to Alwyn includes its agents. What happened In August 2022, Mr S took out a motorcycle insurance policy. The unde... (3 pages)View decision
